# Module 7: Being A Hero Quiz

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Test your knowledge of Module 7: Being a Hero. Good luck!

• 1.

### You must enter the exact coupon code and what it is good for into your note when requesting a credit for an omitted coupon.

• A.

True

• B.

False

A. True
Explanation
The statement is true because it states that when requesting a credit for an omitted coupon, you must enter the exact coupon code and what it is good for into your note. This implies that providing the specific coupon code and its purpose is necessary in order to receive the credit.

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• 2.

### What is the maximum amount you can credit a customer?

• A.

10%

• B.

25%

• C.

50%

• D.

100%

C. 50%
Explanation
The maximum amount that can be credited to a customer is 50%. This means that the highest percentage of the total amount owed to the customer can be credited back to them. Any amount higher than 50% would exceed the maximum limit for crediting the customer.

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• 3.

### What does the "T.I.P." in T.I.P Fix stand for?

• A.

Toolbox, Issue, Probe

• B.

Try, Initiate, Problem solve

• C.

Tell, Investigate, Pre-determine

A. Toolbox, Issue, Probe
Explanation
The "T.I.P." in T.I.P Fix stands for Toolbox, Issue, Probe. This acronym represents the three steps involved in the T.I.P Fix method. The first step is to use the toolbox, which refers to using the available tools or resources to address the problem. The second step is to identify and understand the issue at hand. Lastly, the third step is to probe or investigate further to find a solution to the problem.

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• 4.

### You can initiate a RAN for a ShopRunner customer.

• A.

True

• B.

False

A. True
Explanation
The statement suggests that it is possible to initiate a RAN (Return Authorization Number) for a ShopRunner customer. This implies that ShopRunner has a system in place to process returns and issue RANs for their customers. Therefore, the correct answer is true.

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• 5.

### You can send a Flex label to a Canadian customer.

• A.

True

• B.

False

B. False
Explanation
Flex labels cannot be sent to Canadian customers. This could be due to various reasons such as shipping restrictions, different labeling requirements, or logistical challenges.

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• 6.

### How much does a customer get deducted for the use of a Flex Label?

• A.

\$5

• B.

\$7

• C.

\$10

• D.

\$12

B. \$7
Explanation
A customer gets deducted \$7 for the use of a Flex Label.

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• 7.

### It is ok for a customer to do an exchange, and to add any items they would like to the new order.

• A.

True

• B.

False

A. True
Explanation
Customers are allowed to do an exchange, which means they can return a product and receive a replacement. Additionally, they have the option to add any other items they desire to the new order. This suggests that there are no restrictions on customers adding additional items during an exchange, making the statement true.

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• 8.

### What are the 2 possible resolutions if a customer is missing items?

• A.

Credit

• B.

Replacement Order

• C.

Check with the post office

• D.

Parts and Pieces

A. Credit
B. Replacement Order
Explanation
If a customer is missing items, there are two possible resolutions. The first resolution is to provide a credit to the customer, which means refunding the amount they paid for the missing items. The second resolution is to send a replacement order to the customer, ensuring that they receive the missing items. These two options aim to address the issue and provide a satisfactory solution to the customer.

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• 9.

### Once a credit request is submitted by a CSR, it is automatically processed and the customer's card is credited right away.

• A.

True

• B.

False

B. False
Explanation
The statement is false because it states that once a credit request is submitted by a CSR, it is automatically processed and the customer's card is credited right away. However, this may not always be the case as credit requests usually go through a verification process before the customer's card is credited.

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• 10.

### If a customer is requesting a credit for a coupon they forgot to use, which tabs do we look at when checking the order?

• A.

Discounts and Line Items

• B.

Credits and Case notes

• C.

Case Notes and Order History

• D.

Line Items

A. Discounts and Line Items
Explanation
When a customer requests a credit for a coupon they forgot to use, we need to look at the Discounts and Line Items tabs when checking the order. The Discounts tab will show us if any discounts or coupons were applied to the order, and the Line Items tab will provide a detailed breakdown of the products or services purchased. By reviewing these tabs, we can determine if the customer is eligible for a credit based on the coupon they forgot to use.

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• 11.

### "RAN" stands for:

Return Authorization Number
return authorization number
RETURN AUTHORIZATION NUMBER
Explanation
"RAN" stands for Return Authorization Number, which is a unique identifier assigned to a product or item that is being returned to a seller or manufacturer. This number helps in tracking and processing the return, ensuring that the correct item is returned and that the refund or replacement process is carried out smoothly. The answer options provided in different cases represent the same concept, but with variations in capitalization.

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• 12.

### You can credit the customer right away if you have requested a trace investigation on the order.

• A.

True

• B.

False

B. False
Explanation
If you have requested a trace investigation on an order, it means that there is an issue or problem with the order that needs to be resolved. In such cases, it is not appropriate to credit the customer right away because the investigation is still ongoing and the issue has not been resolved yet. Crediting the customer before the investigation is complete could result in unnecessary financial loss for the company if it is later determined that the customer was not entitled to a refund or credit. Therefore, the correct answer is false.

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• 13.

### How many business days should the customer hold on to the package if there is carrier damage?

• A.

5 Days

• B.

7 Days

• C.

10 Days

• D.

They should send it back right away

C. 10 Days
Explanation
The customer should hold on to the package for 10 days if there is carrier damage. This is likely because the customer may need to file a claim with the carrier or provide evidence of the damage. Holding on to the package for 10 days allows for enough time to assess the damage, gather any necessary documentation, and initiate the claim process if needed.

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• 14.

### What is the first thing we should do if a customer calls in stating they received a damaged item?

• A.

Do a replacement order

• B.

Request a credit

• C.

Apologize

• D.

Request a damaged in transit notification

C. Apologize
Explanation
When a customer calls in stating they received a damaged item, the first thing we should do is apologize. This shows empathy towards the customer's situation and acknowledges their inconvenience. Apologizing also helps to establish a positive rapport with the customer and can help to diffuse any potential frustration or anger they may be feeling. By apologizing first, we can then proceed to address the issue and find a suitable solution, such as offering a replacement order or requesting a damaged in transit notification.

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• 15.

### In what instances would you waive a flex label fee? Check all that apply:

• A.

An item is damaged due to manufacturer error

• B.

An incorrect item was sent

• C.

The customer does not like the product

• D.

The customer ordered the wrong size

A. An item is damaged due to manufacturer error
B. An incorrect item was sent
Explanation
If an item is damaged due to a manufacturer error or an incorrect item was sent, the flex label fee would be waived. This is because the responsibility for the damage or error lies with the manufacturer or the seller, and it would be unfair to charge the customer for returning the item in these cases.

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• 16.

### The exchange coupon is stackable with another coupon code.

• A.

True

• B.

False

A. True
Explanation
The given statement suggests that the exchange coupon can be used in conjunction with another coupon code. This means that when making a purchase, the customer can apply both the exchange coupon and another coupon code to receive additional discounts or benefits. This indicates that the exchange coupon is not limited to being used alone and can be combined with other promotional offers. Therefore, the answer "True" implies that the exchange coupon is stackable with another coupon code.

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• 17.

### From the date the order reaches their doorstep, a customer has how many days to initiate a return?

• A.

7 days

• B.

10 days

• C.

14 days

• D.

21 days

C. 14 days
Explanation
A customer has 14 days from the date the order reaches their doorstep to initiate a return. This allows them a reasonable amount of time to inspect the product, test it out, and decide if they want to keep it or return it. It also provides a window for any shipping or logistical delays that may occur.

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• 18.

### When you request a credit for an omitted coupon, it is based off of the order's:

• A.

Subtotal

• B.

Grand total

• C.

Subtotal plus taxes

• D.

Subtotal plus shipping

A. Subtotal
Explanation
When you request a credit for an omitted coupon, it is based off of the order's subtotal. This means that the credit will be calculated based on the total amount of the order before any taxes or shipping fees are added. The subtotal is the amount that is used to determine the credit for the omitted coupon, regardless of any additional charges that may be included in the grand total.

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• 19.

### You can do an address change on an order shipped via SurePost.

• A.

True

• B.

False

B. False
Explanation
An address change cannot be done on an order shipped via SurePost. SurePost is a service provided by UPS in collaboration with the United States Postal Service (USPS), where UPS transports the package to the destination area and then hands it over to USPS for final delivery. Once the package is handed over to USPS, UPS no longer has control over it, and therefore, cannot make any changes to the address.

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• Current Version
• Mar 20, 2023
Quiz Edited by
ProProfs Editorial Team
• Apr 26, 2012
Quiz Created by
Anina

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